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  • 1.  Can Agents be alerted to emails that ended a day ago if someone replied back to the emai?

    Posted 04-11-2023 15:50
    No replies, thread closed.

    Agents are being alerted to emails that was ended days ago from queue that they are set to inactive in. My understanding is if there was a response to that email even after it was ended it would alert the user who took that email interaction previously. Is that correct? Since I see what appears to be a auto reply a day after the email interaction was ended?


    #Routing(ACD/IVR)

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  • 2.  RE: Can Agents be alerted to emails that ended a day ago if someone replied back to the emai?

    Posted 04-12-2023 05:10
    No replies, thread closed.

    Hope you can find the answers in this article about ACD email routing and email threading. 



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    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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  • 3.  RE: Can Agents be alerted to emails that ended a day ago if someone replied back to the emai?

    Posted 04-12-2023 10:14
    No replies, thread closed.

    I found a article that discussed email threading on how the agent receives the full history if a customer response back in 30 days. It didn't specifically mention alerts but I assume its a email threading feature.


    https://help.mypurecloud.com/faqs/how-does-genesys-cloud-thread-email-messages/



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    Original Message


  • 4.  RE: Can Agents be alerted to emails that ended a day ago if someone replied back to the emai?

    Posted 04-18-2023 14:07
      |   view attached
    No replies, thread closed.

    I believe you need to use Architect Flows to create the routing strategy for email replies to be routed to the same agent. Of course you will have to determine what happens if the agent is unavailable for too long, has left the company, or has transferred the conversation. 

    We developed an app for Genesys Cloud that has some advanced features around this. Happy to give you a demo:
    https://eccentex.com/products/servicejourney/advanced-email/



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    Maksim Gill
    Eccentex (Customer Service Platform)
    https://www.eccentex.com/genesys
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    Original Message


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